Senior Escalations Specialist, Customer Satisfaction

Rocket Travel, Inc.; Dallas (TX); Hybrid; USD 70,000 - 110,000; Full time

Job summary

Agoda seeks a Senior Support Specialist to own high-risk escalations from intake to final resolution. You will work with customers, partners and senior leaders across multiple locations to resolve complex issues while protecting relationships and the brand.

You will escalate when needed and use data-driven analysis to uncover trends, contributing to post-incident reviews and preventive improvements. Hybrid in Dallas or Chicago.

Qualifications

• 4–5 years of experience in customer escalations, complaints resolution, or incident management.
• Excellent written and spoken English, with the ability to explain complex situations clearly to stakeholders.
• Strong negotiation and de-escalation skills under pressure.
• Ability to manage a complex caseload independently in a cross-functional team.
• Based in or within commuting distance of Chicago, IL or Dallas, TX.

Responsibilities

• Own high-risk cases end to end from intake to final resolution.
• Communicate with customers/partners by phone, video or in person when needed.
• Coordinate with Partner Success, Commercial and other teams across locations.
• De-escalate and negotiate with highly emotional customers to protect relationships.
• Investigate complex situations using diverse sources and maintain records.
• Make defensible decisions within authority and escalate when needed.
• Prepare concise updates for senior leaders and regulators when necessary.
• Identify major errors or fraud indicators and act to reduce risk.
• Respond quickly to critical incidents with clear communication.
• Analyze case trends and participate in post-incident reviews.

Skills

Escalations handling

Incident management

Stakeholder communication

Negotiation & de-escalation

Data-driven decisions

English proficiency

Job description

Agoda seeks a Senior Support Specialist to own high-risk escalations from intake to final resolution. You will work with customers, partners and senior leaders across multiple locations to resolve complex issues while protecting relationships and the brand.

You will escalate when needed and use data-driven analysis to uncover trends, contributing to post-incident reviews and preventive improvements. Hybrid in Dallas or Chicago.